Showing papers on "Service provider published in 1985"
TL;DR: In this article, the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service, based on role theory, and it is shown that dyadic interactions between service providers and customers are important determinants of customer satisfaction.
Abstract: This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory,...
1,798 citations
Patent•
24 May 1985
TL;DR: In this article, a local area network for interconnecting terminals and other users and data processing systems and other service providers over a communications link is described. But the authors focus on the use of a service session between a user and a service provider.
Abstract: A local area network for interconnecting terminals and other users and data processing systems and other service providers over a communications link. The users and providers connect to the communications link by means of interface units each of which may connect to several users or providers. The interface units communicate over the communications link by means of messages. When a user requires the use of a service, the interface unit establishes a virtual circuit between it and the interface unit connected to the service provider and a service session which allows the user and the service provider to communicate over the virtual circuit. If several users connected to the one interface unit as the first user require services provided by providers which connected to the same interface unit as the first provider, they communicate in sessions over the same virtual circuits. The session messages are accumulated into single virtual circuit messages that are acknowledged in unison by the receiving interface unit. Each virtual circuit in the users' interface units includes a timer which reset when a message is transmitted over the virtual circuit and a data waiting flag set whenever data is present to be transitted over the virtual circuit. The interface units are inhibited from transmitting over a virtual circuit unless the timer has timed out and the data waiting flag is set.
221 citations
TL;DR: In this paper, the symbolic power of service apparel is harnessed in such packaging strategies to increase the consumer's preference for the service brand, bolsters employee morale by facilitating group cohesion, and serves as a vehicle for brand positioning and promotional strategies.
Abstract: Major service businesses are beginning to resemble regional or national product brands. Packaging will thus become a more crucial aspect of the service mix. Unlike products, however, the actual service rendered is intangible; its attributes are embodied in the person delivering the service. This person is the focal point which must be correctly packaged. This paper proposes that the symbolic power of service apparel should be harnessed in such packaging strategies. The adoption of appropriate service apparel functions to increase the consumer's preference for the service brand, bolsters employee morale by facilitating group cohesion, and serves as a vehicle for brand positioning and promotional strategies.
84 citations
TL;DR: In the context of traditional microtheory, the entry of new firms into a competitive market is always expected to lower the price of the product being exchanged as discussed by the authors, however, several empirical investigations of the private health care industry in the United States have uncovered an apparently 'perverse' relation: as the number of health care providers in the market increases, the price for the health care service (the nominal fee) increases.
Abstract: In the context of traditional microtheory, the entry of new firms into a competitive market is always expected to lower the price of the product being exchanged. However, several empirical investigations of the private health care industry in the United States have uncovered an apparently 'perverse' relation: As the number of health care providers in the market increases, the price of the health care service (the nominal fee) increases. A statistically significant, positive relation between fees and health care provider density e.g. physicians per capita has been reported by Newhouse (I970), Fuchs and Kramer (I972), and Dyckman (I978). Indeed, Pauly and Satterthwaite (i 980) asserted that 'the zero order correlation between physicians per capita and various measures of physician fees tends invariably to be positive.' These empirical data spawned a number of analyses of the fees charged in private health care markets. Some researchers used competitive models (e.g. Feldstein (I970) and Fuchs and Kramer (I972)) and assumed health care providers to be price-takers. Most notable, however, are the papers which abandoned neoclassical theory and turned instead to 'targeted income/demand creation'. The idea that service providers are able to create demand was first introduced formally by Newhouse (I970) and subsequently expanded upon by Evans et al. (I973), Green (I978), Fuchs (I978), and Dyckman (I978). The notion was that health care providers have some 'target income'; and if the number of providers increases each provider can maintain income by advising patients to consume additional services (e.g. more diagnostic tests). The providers are able to 'create demand' and can increase the fee charged along the new demand curve. Anderson et al. (i 98 I) examined theoretically the concept of supplier-induced demand. As they demonstrated, supplier-induced demand can explain the observed positive relation between provider density and fees. However, such a model also yields additional predictions not borne out empirically (e.g. organised medicine would promote entry of new practitioners). Additional empirical evidence provided by Pauly and Satterthwaite (I98I) also puts into question the validity of 'targeted income/demand creation'. We propose to reconcile the empirical evidence with traditional microtheory. We utilise the 'full price' notion introduced by DeVany (I976); but our analysis goes beyond the implication that demand elasticity increases as more customersupplied time is required. Our analysis also differs from Pauly and Satterthwaite's (I980; I98I) attempt at reconciliation via their theory of 'increasing
13 citations
TL;DR: A recent survey of state-run prisons for women indicates that a growing number of nontraditional programs are being offered for female offenders as mentioned in this paper, despite a generally positive attitude toward such agencies by prison administrators and reported efforts by administrators to locate private agencies interested in providing programs.
Abstract: A national survey of state-run prisons for women indicates that a growing number of nontraditional programs are being offered for female offenders. There was a surprisingly small role played by private agencies as service providers, despite a generally positive attitude toward such agencies by prison administrators and reported efforts by administrators to locate private agencies interested in providing programs. Reasons for this contradiction are discussed.
12 citations
01 Jan 1985
TL;DR: A selection of measures for both health and the effects of health interventions are reviewed and their applicability as management tools are discussed and factors which must be taken into account are discussed.
Abstract: Interest in the measurement of the impact of health services has been increasing for three main reasons. Policy makers and service providers wish to be reassured that they are: (i) benefitting the public for whom the service is provided; (ii) in times of economic recession and limited resources, achieving the 'best value for money'; and (iii) given the need to make economies in health expenditures, maintaining standards of the health care. Recent developments in information for the evaluation of health services have tended to emphasis the control and monitoring of expenditure in preference to the control and monitoring of quality. There is concern that this might lead to adverse consequences for patients and for the health service as a whole in that the quality of services provided might deteriorate. Health interventions are considered to be successful if they result in a beneficial change in the health of the population for whom they are provided. If the health of the population is not improved, or maintained, questions are raised about either the appropriateness of the intervention in relation to health policies which have been selected, or about the quality of the care which has been provided. Because of this, it is necessary to monitor both the outcome of a heath intervention in terms of the change in the level of health of the population, and also to measure the quality and the effectiveness of the care provided. Health services research has, over the years, developed a number of different types of measures which can be applied to health services and has suggested a number of applications for such measures in terms of the impact on the health of patients and the general population and the quality and effectiveness of health services. The first section of this paper reviews a selection of measures for both health and the effects of health interventions and discusses their applicability as management tools. The use to which such measures are put obviously depends upon the type of decisions which they are to inform, which in turn are dependent upon the organisational level at which the decision is to be made, and the policy objectives of the service to which they relate. The second part of the paper discusses factors which must be taken into account when choosing measures to monitor the impact of the health services. In examining the suitability of a management tool, a measure must be proven to provide information which is universally acceptable and which conforms to a number of scientific standards.(ABSTRACT TRUNCATED AT 400 WORDS)
12 citations
7 citations
6 citations
TL;DR: In this paper, the authors examine and test some of the claims about the professional autonomy of attorneys working in a "bureaucratic" environment and conclude that although the conflicting demands of legal services practice might lead to "sociological ambivalence", as long as the attorneys do not perceive themselves as bureaucratic service deliverers but as autonomous professionals, there is little manifest ambivalences.
Abstract: This paper examines and tests some of the claims about the professional autonomy of attorneys working in a “bureaucratic” environment. Following an analysis of the concept of professionalism across various types of attorney practices, data are offered to explore how attorneys who provide legal services for the poor resolve the potential conflict between bureaucratic demands and personal or professional autonomy. The data, which consist of attorney time sheets covering some 2284 separate legal tasks as well as in-depth personal interviews with 23 attorneys, reveal some difference between actual practice routines and perceived personal autonomy. Implications of this for the delivery of legal service are discussed. The paper concludes that although the conflicting demands of legal services practice might lead to “sociological ambivalence,” as long as the attorneys do not perceive themselves as bureaucratic service deliverers but as autonomous professionals, there is little manifest ambivalence. Developing an adaptive strategy to avoid sociological ambivalence, attorneys see themselves as individual service providers, “personalizing” the justice they deliver.
TL;DR: Results of a 1983–84 survey of school teachers, rehabilitation counselors, management staff of rehabilitation agencies and agency administrators that assessed career development needs of severely visually impaired persons and resources available to meet those needs are discussed.
Abstract: The following study presents an overview of career development needs of blind and visually impaired individuals and discusses results of a 1983–84 survey of school teachers (grades K, 3, 6, 9 and 1...
TL;DR: A child sexual abuse research project was designed which was dependent on referrals from local departments of social services and modifications of project designs resulted in a beneficial blend of service and research and produced a useful service in the setting of competent research.
TL;DR: There are a number of ways in which the needs of program staff can be addressed by involving them more in the design, implementation and reporting of the evaluation, by providing information that can be used in the assessment and treatment of individual clients, and by minimizing the negative consequences resulting from evaluation activities.
Abstract: One reason often cited for the difficulty in implementing and utilizing evaluation in mental health settings is the resistance of clinical staff. This resistance can often be traced to the lack of involvement of front-line staff in the research process, despite the fact that they are major stakeholders in the evaluation and its results. This article outlines a number of ways in which the needs of program staff can be addressed by involving them more in the design, implementation and reporting of the evaluation, by providing information that can be used in the assessment and treatment of individual clients, and by minimizing the negative consequences resulting from evaluation activities. An evaluation of a camp for children with learning disabilities and behaviour problems is used to illustrate some of the principles discussed.
Patent•
31 May 1985
TL;DR: In this article, a local area network for interconnecting terminals and other users and data processing systems and other service providers over a communications link is described. But the authors focus on the use of a service session between a user and a service provider.
Abstract: A local area network for interconnecting terminals and other users and data processing systems and other service providers over a communications link. The users and providers connect to the communications link by means of interface units each of which may connect to several users or providers. The interface units communicate over the communications link by means of messages. When a user requires the use of a service, the interface unit establishes a virtual circuit between it and the interface unit connected to the service provider and a service session which allows the user and the service provider to communicate over the virtual circuit. If several users connected to the one interface unit as the first user require services provided by providers which connected to the same interface unit as the first provider, they communicate in sessions over the same virtual circuits. The session messages are accumulated into single virtual circuit messages that are acknowledged in unison by the receiving interface unit. Each virtual circuit in the users' interface units includes a timer which reset when a message is transmitted over the virtual circuit and a data waiting flag set whenever data is present to be transitted over the virtual circuit. The interface units are inhibited from transmitting over a virtual circuit unless the timer has timed out and the data waiting flag is set.
TL;DR: In this paper an implementation of the proposed scheme based on the Intel iAPX-432 microprocessor can be used to enforce object protection as well as to minimize the overhead introduced in checking the client's identity.
TL;DR: The authors discuss the library and information needs of the aging, the current state of services to the Aging, and steps taken by NCLIS to call attention to the need for enhancement of these services.
Abstract: The fastest growing segment of the population of the United States is that of persons 65 years and older. These persons have special information needs that can be filled, in part, by library and information services that are targeted to them. The National Commission on Libraries and Information Science (NCLIS) notes an urgency to improve library and information services to the aging now and in preparation for the 30% rise in the over-age-65 population expected by the year 2000. The authors discuss the library and information needs of the aging, the current state of services to the aging, and steps taken by NCLIS to call attention to the need for enhancement of these services. Suggestions are given for libraries and service providers to consider for cooperation and collaboration in serving the elderly.
01 Jan 1985
TL;DR: The Government of Indonesia is desirous to promote across the entire reproductive health care system a spirit of service that is nurtured by continuous monitoring of the current status of health in order to identify unmet needs.
Abstract: The Government of Indonesia is desirous to promote across the entire reproductive health care system a spirit of service that is nurtured by continuous monitoring of the current status of health in order to identify unmet needs. The monitoring of the unmet needs by the service providers cannot but mobilize programmatic determination to improve and better specify the services to be rendered both by medical and paramedical personnel. In essence, an endogenous school of thought is wanted.
TL;DR: In this article, the authors discuss the role of the Bell operating companies since their post-divestiture, and some of the innovations they are introducing, focusing on the integrated services digital network and line-coding algorithms.
Abstract: One factor complicating the postdivestiture technology picture is the fact that there is no longer a single authority that can conceive, design, and implement network-wide advances. Before advances can be incorporated into the network, standards and protocols must be agreed upon-a laborious procedure involving hundreds of manufacturers, common carriers, operating companies, and service providers. The new roles of the Bell operating companies since divestiture are discussed, and some of the innovations they are introducing are described. Special attention is given to the integrated services digital network and line-coding algorithms.
01 Jan 1985
TL;DR: In a mail questionnaire survey, service providers working with persons with intellectual handicap were asked to describe the concept of normalization in their own words, and results indicate that 61 percent of service providers successfully describednormalization in terms of definitions developed by Nirje and Wotfensberger.
Abstract: In a mail questionnaire survey, service providers working with persons with intellectual handicap were asked to describe the concept of normalization in their own words. They were further asked to indicate their attitude toward a number of service issues related to the normalization concept The results indicate that 61 percent of service providers successfully described normalization in terms of definitions developed by Nirje and Wotfensberger. A quarter of respondents described the concept incorrectly. Fifty-three percent of service providers considered that the adoption of the normalization concept to guide the provision of services was “highly desirable”. Policy implications of these results are discussed.
TL;DR: In this paper, the authors present a design for evaluating tiered systems of service providers in which assigned service providers are compared with each other through comparison against a benchmark of privately purchased providers.
Abstract: We present a design for evaluating tiered systems of service providers in which assigned service providers are compared with each other through comparison against a benchmark of privately purchased providers. It tests the utility of this approach to data collec tion and analysis by evaluating the quality of two systems for providing representation to indigent defendants: a part-time public defender versus ad hoc appointment of the private bar. In addition, this article recognizes the need to consider the costs associated with provisions of services. It is unique in estimating costs for specific types of cases (felonies and misdemeanors) rather than aggregating across case types. Finally, the arti cle is the first to present a method for estimating cost per case among case types for a system where only a lump sum payment is made.
TL;DR: In this article, the medium of television as a means of education and outreach for older adults is examined, focusing on public television, cable television and videotapes, and positive and negative potentials of television.
Abstract: This paper examines the medium of television as a means of education and outreach for older adults. It looks at positive and negative potentials of television. Particular attention is given to public television, cable television and videotapes. The viewing patterns, social and psychological functions of television, and the programming preferences of older adults are explored in terms of their relevance to educators and service providers.
TL;DR: This paper identifies and explores a set of considerations that appear to influence a group of GPs' use of services when referring patients to the geriatric service and admitting them to local hospital beds under their control.
Abstract: Service providers are able by virtue of the nature of their work to shape how services operate and to influence who receives them. Of the many occupational groups involved in delivering care to the elderly general practitioners perform a pivotal role. While the ‘gatekeeper’ function of GPs is widely acknowledged there is little understanding of how this is actually performed or of the criteria underpinning decisions in regard to referrals and admissions. Old people display a complex of presenting conditions both physical and social with which the GP has to contend. At the same time services do not operate in isolation but interact in many subtle and not so subtle ways. To illustrate these themes the paper identifies and explores a set of considerations that appear to influence a group of GPs' use of services when referring patients to the geriatric service and admitting them to local hospital beds under their control.
Journal Article•
TL;DR: The purpose of this article is to present a Special Adaptive Recreation Support Systems Model, which demonstrates the utilization of special recreation programs as a supportive service to educational, vocational, transitional, and community programs for the handicapped.
Abstract: Increased concem for rising costs of disability-related programs, coupled with various manpower and economic projections, have re~lted in major shifts in federal program priorities. The shift from institutional support to "self-help programs" mandates service providers to demonstrate the extent to which their programs promote independent living skills among the handicapped. As a result of recent and projected trends, leisure service providers must begin to articulate and justify their roles as essential to vocational training and successful placement of handicapped individuals within the community. The purpose of this article is to present a Special Adaptive Recreation Support Systems Model, which demonstrates the utilization of special recreation programs as a supportive service to educational, vocational, transitional, and community programs for the handicapped.
TL;DR: This case study details the development of a comprehensive dedicated micro-computer system designed to manage the administrative and clerical tasks required of service providers.
Abstract: The provision of effective services for severely impaired children poses a significant problem to the provider organization. Beyond the clinical/educational issues is the difficulty of efficient resource management. This case study details the development of a comprehensive dedicated micro-computer system designed to manage the administrative and clerical tasks required of service providers. Data are presented on the effects of computerization spaning an eight year period. The impact is evaluated very positively but cautions are also raised.
Journal Article•
TL;DR: In this article, the authors developed a parametric cost estimation methodology for assessing the costs of both transportation and in-home services provided to elderly clients under Title III of the Older Americans Act.
Abstract: The purpose of this paper is to help individuals and organizations engaged in the provision of transportation services to the transportation disadvantaged better understand and control the cost of those services. Presented is the "parametric cost estimation methodology," which resulted from a study conducted by the Institute for Economics and Social Measurement, Inc., and Ecosometrics, Inc., for the U.S. Department of Health and Human Services, Administration on Aging. In this study methodologies were developed for assessing the costs of both transportation and in-home services provided to elderly clients under Title III of the Older Americans Act. The study produced (a) a research report summarizing the application of the resource-based cost methodology that was developed for these two studies and (b) a cost assessment manual for use by local service providers. Data used to develop the cost methodology were collected from in-depth interviews with all transportation service providers in 16 randomly selected planning and service areas across the United States (a total of 49 providers were included in the sample). Providers were contacted in person for information on factors such as the basic costs of resources, the amount of resources required to produce services, service specifications, and consumption patterns and rates. From the data, parametric cost formulas were developed that relate resources used with services produced and consumed. A brief overview of the results of the research and of how to use the methodology to construct and analyze the true cost of operating transportation services is presented.
Journal Article•
TL;DR: In this article, the role of the geriatric worker as a member of the service provider team in a community-based geropsychiatry out-patient program using the bio-psycho-social model is described.
Abstract: This paper dcscribes the role of the geriatric worker as a member of the service provider team in a community-based geropsychiatry out-patient program using the bio-psycho-social model. Three major components are identified: (1) the functional role, (2) the affective role, and (3) the community-integrative role. The contribution of the worker is shown to be significant in thc attainment of the goal of outpatient geropsychiatry: that being the resocialization and maintenance of the elderly person with special needs in the community.